Technical Support Tier 2 / System Technology Specialist - Jobs in Montréal, QC

Job Description

Company DescriptionBecome part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded. For over 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting.We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity. We are Intelerad. Join us if you care to make a difference in healthcare.Job DescriptionThe Technology Specialist is responsible for solving problems, sharing technical expertise and product experience. This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. The Technology Specialist typically operates at the tier level 2 within support, handling complex and unresolved customer issues escalated by the previous tier. Since the Technology Specialist will be the highest point of escalation within client services, they are also expected to provide requirements for product supportability and maintenance.Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilledPrioritize your workload based on established SLA and priorityEnd to end responsibility for the escalation management, communication, escalation, investigation, and resolution of incidents, ensuring business and customer updates are timely and of sufficient quality, arranging discussions and updates as requiredAct as support / focal point - Liaison Technical Support Leadership, CSM’s, Professional services for Incident escalation (identifying, resolving bottlenecks) and reporting back to the client.Ensure that all modes of communication are effectively used throughout the incident life cycle of reported escalationRerouting misdirected incidents that have not been handled in a timely mannerAnalyze and troubleshoot the workflow of a complex integration of network devices, workstations, servers and softwareProactively acquire practical experience with new features in line with product’s branch availability.Provide input into the creation of Knowledge Documentation to be published in the client portal to give valuable information to our clientsParticipate in the creation and maintenance of Knowledge articles used internallyTroubleshooting process, product knowledge and processes ramp up within the assigned teamAnalyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologiesLog and document all incidents in the ITSM (ServiceNow and/or Jira) and resolve client problems;Increases and maintains technical knowledge relating to Microsoft products including Operating Systems and SQL ServQualificationsBachelor’s degree in Engineering, Computer Science or equivalent experience3+ years of experience in a technical support environmentDirect experience in a customer facing role with demonstrated ability to gather complex customer requirementsStrong technical aptitude and a quick learner with the ability to understand medical imagingExperience in RHEL (Red Hat Enterprise Linux ‎), Microsoft Windows OS, and MS SQL Server,Excellent analytical, research, organizational and planning skillsAdvanced level knowledge of Perl, Python or Shell scripting languageOutstanding teamwork skills, and the ability to develop and maintain internal and external relationshipsExperience with TCP/IP, IPSec or VPN network security, as well as Remote troubleshooting (SSH, VPN tunnels)Stellar communication, influencing and presentation skillsOn call rotation availability for urgent escalations reported by the support team that can occur after your regular work scheduleAdditional InformationAll qualified candidates will be asked to complete a 30 minute pre-employment assessment.